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Quality Management in Business R/601/1100

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LO1 Understand the different approaches to quality management appropriate to
commercial operations

Understand the different approaches to quality management appropriate to commercial
operations Define quality: identifying customer needs and providing systems to meet/exceed
expectations, notion of self-assessment to establish the current position of an organisation
Inspection and assurance: mass production and mass inspection, the early years of quality
control, quality systems and accreditation, the race for awards eg BS 5750, ISO 9002, EN
29000, EFQM, Qest, Chartermark, Citizens Charter, Investors in People, the middle years of
quality assurance Approaches: the works of eg Deming, Juran, Feigenbaum, Crosby, Ishikawa;
Quality planning, quality control and continuous quality improvement through teams and
facilitators, measurements as an aid to rational decision making, self assessment, costs and
benefits of quality, communication channels, macro issues of theory and prescription Similarities
and differences: structures of schemes, applications, costs, implementation periods, use of
documentation, application of standards, identification of actions required, assessment
methodology, orientation towards customer/staff or organisation, effectiveness as a means to
improve service quality

1.1 discuss definitions of quality in terms of business and services provision

1.2 illustrate the processes of inspection and assurance

1.3 discuss a range of approaches to quality management

1.4 explain the similarities and differences between the different methods

LO2 Understand the benefits of quality management in a business and services context

Understand the benefits of quality management in a business and services context Customer
satisfaction: the voice of the customer, customer needs and expectations, understanding the
customer, responding to customer demand, meeting or exceeding expectations, value for
money, added value and repeat custom Continuous improvement: from customer needs to
customer needs and expectations, quality gaps, internal and external customers, moving quality
into the service sector and its associated problems, the mature years of continuous quality
improvement Added values: lower costs, reduced waste, saving time, reducing need for support
activities, customer loyalty Improved customer information: opening times, location, price lists,
promotional material, raising awareness, creating true image, targeting all groups, value for

2.1 discuss what is meant by customer satisfaction

2.2 explain the meaning of continuous improvement

2.3 illustrate the type of added values to be gained

2.4 describe the types of information made available to customers and the importance
given to effective marketing

LO3 Understand a range of quality controls and how service to the customer can be

Understand a range of quality controls and how service to the customer can be improved
Measurement of quality: systems documentation, procedures for all operations, evaluating own
procedures, comparisons with past performance/future plans (business aims and objectives),
competitors, industry standards, priorities for action, benchmarking, emphasis of approach eg
Statistical Quality Control, quality circles, TQM, six-sigma User and non-user surveys: profile of
users and non-users, regularity of visits, facilities used, likes, dislikes, preferences, suggestions,
expectations/perceptions of service, barriers to access, action required, encouraging and
converting non-users Consultation: questionnaires (distributed internally/externally), suggestion
schemes, complaints procedures, focus groups, open meetings, direct approach to group
leaders and groups Complaints: distribution of forms (send out/collect), internal/external,
framing questions, customer friendly/IT friendly, easy to analyse, areas for improvement,
response time, period for remedial action, communication with complainants, measurement of
customer satisfaction

3.1 explain how quality management can be measured

3.2 evaluate the benefit of user and non-user surveys in determining customer needs

3.3 list the methods of consultation employed in one quality scheme to encourage
participation by underrepresented groups

3.4 identify the value of complaints procedures and analyse how they may be used to
improve quality

LO4 Be able to apply the principles of quality management to improve the performance
of an organisation

Be able to apply the principles of quality management to improve the performance of an
organisation Self-assessment: validity of self-assessment, egg subjective, bias, one
dimensional; judgement based on current practice, comparison eg with past performance of
organisation, against competition, against benchmarks for future; comparisons with similar
organisations/industry standards Communication and record keeping: importance of
communication across whole organisation (vertical/horizontal), establishing agreement through
consultation, notifying actions required, currency, accuracy and relevance of records kept,
comparison with historical data, similar organisations elsewhere, industry standards, record
keeping Staff consultation: setting the scene, explaining rationale (objective of quality scheme),
processes involved, requirements and commitment from staff, communication and reporting
mechanisms, keeping team updated and engaged, implementation, feedback and review
Service improvements: application of concepts, documentation, administrative processes for
communication, applying standards, monitoring, action on improvements, performance
indicators, response times, feedback and review

4.1 report on the role of self assessment in order to determine an organisations current
state of health

4.2 evaluate the importance of communication and record keeping

4.3 follow guidelines on the stages of staff consultation necessary for effective
implementation of a quality scheme

4.4 propose new systems or modifications to existing systems that could improve
service quality

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